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ServiceNow CSM Success: Focus Brands

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Focus Brands is a privately held company that currently owns the following brands: Schlotzsky's Deli, Carvel, Cinnabon, Moe's Southwest Grill, McAlister's Deli, Auntie Anne's, and Jamba. In total, it operates over 5,000 stores across the country. Focus Brands is headquartered in Atlanta, Georgia. Business Needs and Choosing ServiceNow CSM At Focus Brands headquarters, Rami Abdul-Hadi and his team provide retail tech support for internal employees, enterprise employees, and their customers (franchisees and store managers) across all seven brands. The team helps with everything from point of sale to integrations and other technology at the store. In 2018, the team was using ServiceNow ITSM to take care of these incidents and requests. However, it was becoming clear that a key feature was missing. Several of Focus Brands' customers owned multiple stores, and ITSM didn't allow these individuals to see all the tickets that had been submitted for all of the stores they managed. Abdul-Hadi knew that this feature came out of the box with ServiceNow CSM. In addition, he knew that their current solution wouldn't allow his team to grow the way he wanted it to. He knew incidents for IT employees and the customer service workflow needed to be separate if they wanted to be able to dispatch technicians in the future. While ITSM could do the job, Abdul-Hadi knew that CSM was designed for the customer service management functions he was looking for and would do them more efficiently than the ITSM could. Why did Abdul-Hadi choose to implement CSM at that particular time? A CROSSFUZE TM SERVICENOW TM SUCCESS STORY Focus Brands CSM Case Study "We had more needs because we were expanding services to other branches," Abdul-Hadi says. "We needed support for franchisees. We needed something scalable that could grow with us and something that could immediately provide store managers with a way to see all tickets for all stores. We knew that was something ServiceNow CSM provided out of the box. Why reinvent the wheel?" Solutions Abdul-Hadi and his team knew that ServiceNow CSM was designed to meet their specific needs. First, the solution was scalable. It was designed for employees and customers at the same time. That meant it would be able to help support franchisees from the very beginning and eventually be used by the franchisees' customers. With several franchise owners invested in multiple brands, the CSM platform needed to show franchise owners only the stores that were relevant to them when they logged in to the CSM portal to fill out a ticket or check the status of a ticket. ServiceNow CSM offered that ability. Another feature Abdul-Hadi and his team liked in ServiceNow CSM was the ability to create user criteria based on the brand. They wanted to be able to create knowledge-base articles and assign tasks and resources by each specific brand. In addition, ServiceNow CSM integrated with Okta and offered a single sign- on option. The platform would feed into ServiceNow, showing information like whether a store was open or closed. They also knew that, since CSM was designed for customer management, all the updates from ServiceNow would be relevant and useful as they further the digital transformation of their customer service model. LETSTALK@CROSSFUZE.COM ∙ CROSSFUZE.COM

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